AliCloud Intelligence-International Customer Technical Service

Job Description

Technical Account Manager (TAM) is a customer service interface role. TAM is responsible for the stability of the customer's cloud business and the overall growth, quality, and satisfaction of customer service relationships. TAM works closely with the Alibaba Cloud team to ensure that customer requests, issues, and features receive timely attention and priority handling. Standardized Operations
• Maintain the stability of the customer's cloud platform through risk governance, product changes and upgrades, and emergency response to faults;
• Continuously optimize resources and performance to help customers improve cloud efficiency;
• Drive the continuous improvement of cloud product operation capabilities from the user's perspective, reduce the difficulty of cloud platform operations, and enhance customers' ability to maintain their cloud platform. Standardized Cloud Migration
• Assist customers in business migration to the cloud, make good use of the cloud by providing technical services such as application/big data architecture design, database localization, application/big data performance tuning, data governance, and data platform construction, and offer best practices and solutions for cloud products in industry applications. Cloud Optimization (Public Cloud)
• Build and optimize system architecture, establish business disaster recovery capabilities, design and implement monitoring systems, and guide regular disaster recovery drills to improve the stability and reliability of cloud-based business, ensuring system performance and response speed under high concurrency;
• Implement intelligent monitoring and early warning to enhance customer business efficiency and user experience. Standardized Technical Operations
• Provide comprehensive cloud technology support, cost optimization, maturity assessment and consulting, compliance and security reinforcement services through standardized technical operation capabilities to enhance the efficiency and security of customers' cloud business. Expert Services
•Provide customers with best practices, solution consulting, and services for Alibaba Cloud intelligent products;
•Combine customer cloud usage scenarios to help customers improve cloud product operation and usage skills through tools to assist customers in successfully migrating to cloud

Position Requirement

• Over 5 years of experience in solution development, architectural design, server-side development, delivery, and operation-related tasks for large-scale internet applications in industries such as the internet and finance, or for applications within enterprise groups.
• Possesses a technical background with experience in large-scale application development or operations based on cloud products.
• Has an understanding and experience in one or more technical areas such as cloud-native technologies, big data, databases, networking, middleware, etc.
• Masters the underlying architecture of the main products supported by the business line.
• Possesses professional technical capabilities related to the supported business line.
• Understands cross-product system architecture and is capable of designing solutions or troubleshooting issues based on it.
• Accurately identifies and categorizes customers and key stakeholders, establishing different response measures for different customer groups.
• Creates a communicative atmosphere, grasps the main points of communication, listens effectively, and expresses ideas clearly.
• Possesses a strong service mindset, able to follow through on customer issues until they are resolved, ensuring customer satisfaction.
• Capable of communicating with the customer's senior management in prepared scenarios within specific fields.
• Has operational management capabilities, able to comprehensively manage and optimize customer systems, ensuring the stability and efficiency of the cloud platform.
• Coordinates internal and external stakeholders, independently completes simple customer project management or complex internal project management, meets service delivery SLAs, and ensures high customer or business satisfaction.
• Possesses systemic and comprehensive solution design and architectural capabilities, able to provide reliable solutions for customers in complex technical environments.
• Has the ability to decompose complex technical issues into comprehensive technical judgments and problem-solving approaches.
• Able to independently complete a basic set of system architecture designs involving only a single technical product.
• Masters practical cases in common business scenarios, can customize optimization solutions based on customer business scenarios such as high availability optimization